FAQ
Short answers on placing an order, paying the courier, delivery and returns. Anything missing? Just ask us.
Placing an order
What do I need to order?
Only three things: your full name, the address where you want the parcel, and a phone number. You fill them in on the product page. There is no account to open and no card number to type.
Why will someone phone me?
Before shipping we call to double-check the address and the amount to pay. The call is quick and it avoids parcels lost because of a missing house number, or orders sent by accident.
I missed the call. What now?
We call back. If we still cannot reach you within 48 hours, the order may be cancelled automatically. You have not paid anything at that stage, so nothing is lost, and you can place it again whenever you like.
Can I cancel?
Yes. As long as the order confirmation has not reached you, send a message to our support team and we cancel it. Once the parcel is on its way, you can send it back instead, as explained on the returns page.
Payment
Do I have to pay in advance?
No, if you choose cash on delivery, which most customers do: you pay the courier when you receive the parcel. With a card or a digital wallet, the payment is taken when you send the order.
Does cash on delivery cost extra?
In some countries the courier adds a small fee for collecting cash. Where that happens, you see it before you confirm, included in the total.
Will the courier have change?
Not always. It is best to have the exact amount at hand.
Which ways of paying are accepted?
Cash on delivery, credit and debit cards, Google Pay and Apple Pay. What you can use depends on the delivery country and is shown automatically at checkout. More on the payments page.
Delivery
When will my order arrive?
The time shown when you order is an estimate. Our commitment is to deliver without unnecessary delay and no later than 30 days after the order is confirmed. Couriers deliver on working days only.
Can I follow the parcel?
Yes, when the courier provides a tracking code, you find it in the order confirmation. The order tracking page explains how to use it.
Nobody was home when the courier came.
The parcel goes to a local depot, where it waits for up to 10 days, and the courier sends you a link to book a new delivery. After a further 7 days without collection it is sent back to us and the order is closed.
The box looks damaged.
Look at it before signing. Refuse it, or sign adding accepted subject to inspection on the courier’s slip, and let us know within 48 hours.
Returns and guarantee
How much time do I have to return a product?
The law gives consumers 14 days. We give you 30 days from delivery, and the return shipping is paid by us.
How do I get my money back?
On the same payment method you used. If you paid the courier in cash, send us an IBAN in your name and we refund you by bank transfer.
Is there a guarantee?
Every product has the two-year legal guarantee of conformity, covering defects that already existed when it was delivered.
Will I get an invoice?
Yes, by email once the order is confirmed. Please check your details carefully: an invoice cannot be changed after it has been issued.
Didn’t find your answer?
Send us your question, with the order number if you have one. Contact us — every day, 08:00-14:00 / 16:00-20:00.